Oakam’s vision is to create a better future for the financially excluded, by taking customers from a fragmented to a restorative state.
They aim to treat customers with flexibility and fairness – qualities that are very much at the heart of the unique relationship between staff and customers in the retail space.
Early research also told us that in-store was the benchmark for how customers expected to be treated through digital interactions, so it was vitally important to include the customer in the design process.
60% of Oakam’s customers are new to the UK. Because of this, in-store staff speak 20+ languages – a vital USP that makes the brand more attractive and approachable.
Another key demographic among Oakam customers are the more vulnerable member of our society – making Oakam a huge enabler for moments of need.
We were very aware of the bad press this industry receives. Oakam have always steered well clear of unethical practices and have strived to be a responsible lender, who keep their customers in mind and offer transparent products with no late fees.
The key challenge was how we can bring the same quality of support and interaction that customers receive in-store through into digital channels, while at the same time using digital to engage with customers in new ways, that they couldn’t otherwise offer.